Job Title

Lead Workplace Experience Coordinator

Job Description Summary

The Experience Lead Workplace Coordinator/Ambassador serves as the first point of contact for the New York City office and plays a critical role in delivering a seamless, professional workplace experience. This role is responsible for managing front of house operations, supporting day to day office functionality, and providing operational support aligned with broader firmwide Facilities and Workplace functions. This role is dedicated to fostering a workplace where employees feel productive, engaged, and well-supported - empowering them to thrive in a dynamic environment. This position ensures consistent space readiness and a frictionless employee experience. Acting as the “eyes and ears” of the workplace, this individual proactively identifies and resolves issues before they impact users. The ideal candidate has a strong hospitality-driven mindset, a contagiously positive attitude, and exceptional communication skills.

Job Description

Firmwide Facilities & Operational Support Responsibilities

These responsibilities support broader Facilities, Home Office, and operational functions across the firm and may extend beyond the NYC location.

• Serve as a member of the broader experience team, answering the main facilities service office line and routing inquiries and service requests appropriately.
• Monitor shared email inboxes continuously and escalate or route urgent requests to the appropriate teams.
• Support contract and invoice processing.
• Create and submit work orders for both Home Office–initiated requests and local office needs.
• Provide administrative and coordination support for various departmental initiatives and operational projects, in alignment with standard Facilities procedures and service levels.

NYC Office – Site‑Specific Responsibilities

These responsibilities are specific to the daily operations, physical workspace, and visitor experience within the New York City office.

• Serve as the primary front‑desk presence, welcoming visitors, notifying hosts of arrivals, and ensuring a professional first impression.
• Deliver “White Glove” service for executive visits, including greeting, escorting, and prompt follow-up on requests.
• Submit visitor access requests through the building’s visitor management system and escort guests from the lobby when required.
• Provide guidance and support to visitors and associates, including Wi‑Fi access, room reservations, monitor use, and general workspace navigation.
• Conduct regular walkthroughs of the office to ensure the environment is clean, functional, and conducive to a positive work experience.
• Actively engage associates on‑site to identify and address immediate workplace needs.
• Coordinate access and support for on‑site vendors, including USPS, plant maintenance, shredding services, and other approved service providers.
• Maintain pantry, breakroom, and common area supplies (water, paper products, wipes, sanitizer, etc.) and complete resupply orders.
• Monitor and replenish newspapers, mints, printer paper, toner, and other shared resources.
• Receive, sort, and distribute incoming mail and packages; coordinate resolution of misrouted items.
• Assign and label lockers for associates; assist with locker access issues using the master or reset code when necessary.
• Post building announcements and office updates as directed by Facilities, Digital, or Home Office teams.
• Identify and report facilities, maintenance, AV, or equipment issues; coordinate follow‑up with Facilities, Digital, or property management as appropriate.
• Troubleshoot basic in‑office technology issues and escalate to Digital when required.
• Receive, store, and assist with setup or return of technology equipment for scheduled installations and decommissions.
• Coordinate all service requests with building property management as needed.
• Coordinate VIP office visits and provide office tours for visiting associates and other approved visitors.

Key Competencies

-Comfortable corresponding with executive level clients, and interacting with individuals at all levels

-Showcase exceptional emotional intelligence and empathy

-Detail oriented, confident, self-starter with exceptional organizational skills

-Maintain a “can do” mentality with the ability to act with minimal information

-Represents the goals and culture of the company.

-Demonstrate integrity, accountability, self-awareness, and strong work ethic.

-Showcase strong business acumen.

-Project an approachable and professional image in personal appearance, manner, and demeanor.

-Ability to work under pressure, while acting in a calm manner

-Ability to successfully use the Microsoft Suite and comfortability in learning proprietary tech tools.

Important experience and education

• College Degree Preferred
• Minimum of 3 years of customer service experience or related work experience in real estate services, travel/hospitality, retail, customer service in a brick-and-mortar environment

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

While performing the duties of this job, the employee is regularly required sit or stand for prolonged periods of time.

AAP/EEO Statement

Cushman & Wakefield provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.  Further, the company takes affirmative action to ensure that applicants are employed, and employees are treated during employment without regard to any of these characteristics.  Discrimination of any type will not be tolerated.

other duties

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Note:  This job description includes the core responsibilities for Cushman & Wakefield. These duties may have slight modifications based on the regional location. 

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $ 75,820.00 - $89,200.00

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email Accommodations@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”